What is call centre CRM?

Call centre customer relationship management (CRM) is a call centre technology solution that provides employees with access to account information and history instantly, which allows them to help customers with up-to-date and relevant information during support. This helps agents provide a real-time, personalised customer experience across all channels including voice, web and social.

Benefits of using call centre CRM

Call centre CRM software lets contact centre agents access information quickly – and in real-time – to supply customers with relevant information during telephone and other support channels. With this knowledge on-hand, agents – and customers – can save time that would otherwise be spent collecting the same information a customer had already provided previously.

How Genesys can help

As call centres evolve to deliver omnichannel customer experiences that include interactions through multiple digital channels, bridging the gap between CRM systems and call centre processes becomes even more important. Employees need an omnichannel agent desktop that clearly delivers all relevant customer information on a single screen. The Genesys Omnichannel Agent Desktop easily integrates with CRM applications to provide agents with the right information at the right time.

With the Genesys Omnichannel Desktop, you can seamlessly integrate CRM systems to:

  • Personalise the customer experience
  • Deliver agents with complete insight into the customer journey
  • Manage omnichannel interactions
  • Prioritise and deliver work items based on agent availability and skill

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